Tag Archives: Contact Management Services

Advantages of a U.S. Based Telemarketing Call Center

Megan Hottman, Operations Manager and Brand Evangelist

Telemarketing call center Choosing a telemarketing call center located in the United States has several clear advantages. Let’s explore why your brand, company and reputation are tightly tied to the direct representation as an organization in the telemarketing call center you choose. If you’re in the process of evaluating options for call centers and whether to engage with a foreign, or offshore call center, here are 5 advantages of why domestic is the way to go.

  1. Brand Reputation
  2. Data Security Laws
  3. Customer Experience
  4. Flexibility and Location
  5. Brand Familiarity

Brand reputation is better protected with a U.S. based telemarketing call center

What would your company be without its brand? The brand and reputation of each and every company are invaluable to the overall success and future growth. Choosing a United States telemarketing call center partner as a resource has a better fundamental understanding of aligning their interactions appropriately to represent your brand.

Your customers will likely think of your brand like any other relationship. When they are happy and think they are being treated well, fairly and have their questions/concerns addressed in a way they think is acceptable, they speak highly of your brand. The opposite is also true, when they are unhappy, they will spread their frustrations quickly verbally, over social media and whatever other platform they decide to use. The ripple effects from negative customers can damage a brand and reputation quickly.

More assurance that data security is protected with a U.S. based telemarketing call center

A U.S. based telemarketing call center is governed by a strict set of regulatory guidelines. Security and privacy issues are a top of mind concern when evaluating a telemarketing call center partner. A foreign or offshore company may operate and be governed by a much different set of laws around data security. Using an onshore partner eliminates the concern around potential breaches in data security.

It is important to understand the security parameters and guidelines that are being applied to any telemarketing call center you choose to work with. This becomes a more critical aspect for businesses that operate in industries that might deal with sensitive or privileged data, such as healthcare companies or financial institutions. Both software security and physical security at the facility itself are important considerations you should fully understand before making any final decision.

Customer experience is better with a U.S. based telemarketing call center

When considering to engage with any telemarketing call center, it’s important to keep your customer and their respective experiences with your brand top of mind and how that may impact your bottom line. Choose to put yourself in your customer’s shoes and evaluate from their perspective what their experience will be like using an onshore vs. offshore partner. Companies that are based in the United States tend to serve us a better experience for their customers when they choose a domestic call center.

A high-quality onshore telemarketing partner will employ agents who understand the context and goals of your business and who are also trained to be experts for your business and on behalf of your brand.

Creating a superior customer experience that represents your brand requires much more than just following a script. The familiarity with language, culture, the geographic landscape and establishing a personal connection are essential. A U.S. based telemarketing call center can provide what is needed for a great customer experience leaving your customers happy with your brand.

Telemarketing call center

More flexibility and ease of access with a U.S. based telemarketing call center

An onshore telemarketing call center has many advantages in the location itself. Clients can easily go onsite for a visit, to facilitate a training or for an implementation. Using a foreign partner does not allow for this with regularity or with ease.

To remain competitive and to grow, a partner that is willing to flex with your business demands is essential. Onshore telemarketing call centers can structure pricing options to work for clients to account for the ebbs and flows of customer demand. Additionally, there are more options than the brick-and-mortar call center. With the evolution of technology, telemarketing call centers may have remote agents. In some cases, these fluid resources enable the flexibility that may be desired.

Brand familiarity with a U.S. based telemarketing call center

The more agents know and really understand your brand and products, the better they can answer customer questions, address customer concerns, relate to the customer, and successfully provide the consultative advice that may be needed. Telemarketing call center agents in the United States can truly relate to your customers and their experiences.

With so much riding on each and every customer interaction for your business, you need to be confident that your telemarketing call center partner is committed to communicating and demonstrating your company’s brand as much as you are.

Quality Contact Solutions is 100% U.S. based and have been a trusted telemarketing call center partner for dozens of organizations over the last 12 years. To learn more about the telemarketing call center services we provide, call us today at 866-963-2889.

Don’t have time right now? Schedule an appointment to discuss when it’s convenient for you.

Stay Up to Date on Telemarketing Services News from QCS

Megan Hottman is an Operations Manager and Brand Evangelist for Quality Contact Solutions. Megan’s experience includes working as an outbound telemarketing manager for a Fortune 100 company for many years. Megan has been both a client and an employee of QCS, so she knows first-hand the quality, productivity and passion the team brings to work on a daily basis. As Brand Evangelist, Megan is a freelance contributor to our website. You can reach Megan at https://www.linkedin.com/in/meganehottman

 

When Looking for Call Center Options – Look at QCS

By Nathan Teahon, Vice President

When Companies are Looking for Call Center Options: QCS Wins with Team Members Like A.J. Windle

AJ Windle, call center optionsThe first time that I met A.J. (about 15 years ago) I was a part of a team that was hosting a site visit for a prospective client that was evaluating their call center options. I ran the call center for our corporate location, but this site visit was being held at one of our other sites where A.J. was a trainer as that was where we were proposing to put the work.

We carved out a small section of time for A.J. to come in and present to the prospective client about our approach to training. I am pretty positive that this was his first time presenting to a prospective client in this type of site visit where call center options were being evaluated. To boot, it was his first-time meeting members of management from the corporate office. The moment was not without stress, I would imagine. Continue reading

Contact Center Management: What’s in a Role?

By Megan Hottman, Operations Manager and Brand Evangelist

contact center managementI’ve had the opportunity to work with a number of outsourcing organizations over the years. One of the greatest differentiators that separates the good organizations from the best organizations is how they ran their contact center, referred to as contact center management. Effective contact center management can make it or break it from a customer experience standpoint. Continue reading

Call Center Outsourcing: From Good to Great

By Megan Hottman, Operations Manager and Brand Evangelist

call center outsourcing I’ve lived in the land of call center outsourcing for over 17 years. I’ve been on the client side as well as in the supplier corner. I’d like to think that I have a pretty good perspective and understand the landscape of the call center outsourcing industry on each side. To be honest, I’ve had a few not so great experiences with different call center outsourcing organizations that I’ve worked with as a client throughout my time. The opposite of that is also true, there have been partners that I’ve worked with that clearly stood out and were great to work with. But I’ve often wondered, why are there such big differences in these organizations and what sets them apart? Continue reading

Use Call Center Services for Trade Show Follow Up

By Megan Hottman, Brand Evangelist

call center services Trade shows are often one of the most significant expenses during the year that companies invest in. Whether your organization handles all the logistics or enlists the help of call center services to augment your team’s preparation, a great deal of time and effort is spent with planning for the event such as, pre-event outreach emails and phone calls, logistics and travel expenses.

Continue reading